Premium Plan Support and Resources

Overview

As a Google Maps APIs Premium Plan customer, you have access to exclusive
resources, including the Google Cloud Support Portal and support hotline, in addition to
our standard support options. There are two levels of
premium support available.

Silver: Included in your Premium Plan,
Silver-level support provides access to all premium support resources, 24 hours a day
on weekdays (24x5).

Gold: An add-on to your Premium Plan,
Gold-level support provides access to all premium support resources, 24x5, and
support for critical issues, 24x7.

Documentation

If you have a question about the Google Maps Platform, first check our documentation:

Troubleshooting

If you run into an issue with the Google Maps Platform, you can often resolve it yourself
quickly using our
Premium Plan Troubleshooter. If the troubleshooter doesn't
provide a solution, you'll see a link to the Google Cloud Support Portal, where you can contact
support.

Contacting support

Support hours of availability

You can contact support by filing a case in the Google Cloud Support Portal
or by calling the Google Cloud Support hotline.

For Silver-level support customers,
the Support team operates on weekdays and is available from Monday 9 AM
Tokyo time to Friday 5 PM Pacific time (24x5), excluding
regional
holidays.

For Gold-level support customers,
in addition to 24x5 support access, technical support for
critical
issues is available on weekends and
regional
holidays (24x7), via the Google Cloud Support Portal and the Gold-level
support pager. To sign up for Gold-level support,
contact sales.

Google Cloud Support Portal

To log in to the Google Cloud Support Portal, you'll need your Support Portal
credentials, which you can find in your Welcome letter. If you can't find your
letter, you can request your
credentials.

Important: In the description, include a summary of the
issue and the steps to reproduce it. So we can help you more quickly, also
include any error messages, requests sent to Google, and links to demos or a
publicly accessible website where we can reproduce the issue.

Note: Gold-level support customers reporting a
critical issue
have access to Support 24x7. To receive a timely response from Support on weekends
or regional
holidays, be sure to page Support after filing your case. You'll find the
pager alias in the Gold Support instructions you received upon signup.